Real Time Analyst

Let's tomorrow, together.

At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.

Sound like the right fit? Your tomorrow looks bright at Ubiquity.

Your Role:

Real-Time Management & RTA role - Real-time Management is actively and proactively managing the contacts & queues ``on the day”, or “during the day” to ensure what is planned and scheduled is delivered and adhered to. The RTA role is crucial in delivering this impact. The analysts help business objectives to be met / SLA in check and within thresholds. Taking action when thresholds are breached and implementing a recovery plan if needed.

A Real time analyst is primarily responsible for monitoring real-time queue & agent performance and implementing strategies to enhance productivity and operational effectiveness. This position requires a good understanding of workforce management principles, solid analytical skills, and the ability to collaborate effectively with cross-functional teams.

Day-to-day Responsibilities

• Enable Operations team to deliver and manage Key performance indicators or SLAs like - Service Level, Turnaround time (TAT), Abandon rate and/or Backlog, AHT, Aux usage, Schedule & Break adherence, and escalate deviations to planned schedules.
• Serve as the point of contact for Outage Management, sending initial outage notifications when outages occur. Additionally, report and work on solutions with relevant stakeholders for system problems to reduce the impact on financials due to lost hours.
• Track arrival patterns, workload balancing, monitor and report unusual events that may impact SLA achievement per program.
• Perform analysis of performance, Root cause analysis (RCA), trend analysis
• Follow governance and escalation process laid out, Timely alerts & notifications.
• Generate standard intra- day reports highlighting queue performance and APR (agent productivity), attendance and adherence, shrinkage reports per interval.
• Collaborate with the Workforce Scheduling and Seat Planning team to maintain accurate agent schedules based on forecasted workload, staffing requirements, and operational priorities.
• Maintain skill mapping data and change management.
• Liaise with Operations teams, and other stakeholders to ensure effective communication and coordination of activities related to workforce management.
• Collaborate on staffing requirements, changes to schedules, and any adjustments needed to optimize service delivery.
• Provide insights and recommendations to improve operational efficiency and meeting program performance targets.
• Assist in call testing to assess system performance, UAT, and response during periods of unusual high call volumes ensuring smooth functioning of our systems and supporting effective workforce management.
• Design/navigate real-time predictive planning templates based on deviations to planned metrics such as AHT, QPH, Attendance, and transactions.
  
  

Qualifications And Skills

• If internal, must be a regular employee with a minimum of 12 months tenure in the current role. Average Scorecard Rating (6 months) should at least meet expectations or higher.
• If external, minimum of 2 years of experience in a similar role within a contact center or BPO industry.
• Proficiency in workforce management software and tools (e.g., WFM systems, real-time monitoring platforms etc.).
• Experience with IEX, CMS, Avaya, Symposium, Verint, Genesys, Teleopti etc and VBA macros is an asset.
• Having advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email is a plus.
• Excellent English communication skills, both verbal and written, with the ability to effectively interact with stakeholders at various levels.
• In-depth knowledge of workforce management principles, methodologies, and best practices.
• Strong analytical and problem-solving skills with the ability to interpret data and make data-driven decisions.
• Detail-oriented and highly organized, with the ability to multitask and prioritize in a fast-paced environment.
• Initiative-taking mindset with a focus on continuous improvement and the ability to adapt to changing business needs.
• Strong team player with the ability to collaborate and build relationships across different teams and departments.
• Demonstrate sound work ethics.
• Must be willing to work on a flexible schedule.
• Must be willing to work onsite.
  
  

What We Do.

Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation.

Come as U are, because U Matter at Ubiquity.

We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.